Parts Service and technical support Advisor

Wainbee; Canada; On-site; CAD 55,000 - 75,000; Full time

Job summary

Wainbee in Canada seeks a dedicated Parts and Customer Support specialist to join our service team. You will process parts orders, generate quotations, verify pricing and lead times, and coordinate shipments with warehouse and shipping departments.

You will troubleshoot mechanical, hydraulic, electrical, and structural issues, support new product introductions with documentation, and maintain strong relationships with dealers and end users.

Qualifications

• Diploma or Degree in Mechanical Engineering, Industrial Engineering, or related technical field preferred.
• Minimum 1 year experience working with heavy-duty equipment, off-road vehicles, or industrial machinery.
• Some understanding of hydraulic systems, electrical systems, powertrain components, and structural assemblies.
• Experience in parts departments or technical service roles is an asset.
• Experience in an OEM, manufacturing, heavy equipment, agricultural, mining, construction, or utility vehicle industry is an asset.

Responsibilities

• Process parts orders accurately and efficiently.
• Generate quotations for customers and dealers.
• Verify pricing, availability, and lead times.
• Coordinate shipments with warehouse and shipping departments.
• Track orders and communicate delivery updates.
• Provide troubleshooting support related to mechanical, hydraulic, electrical, and structural components.
• Work closely with engineering to resolve technical product issues.
• Support new product introductions with technical documentation and parts breakdowns.
• Provide exceptional customer service by phone and email
• Respond promptly and professionally to customer inquiries.
• Assist customers in identifying the correct replacement parts.
• Resolve customer concerns in a courteous and timely manner.
• Build and maintain positive relationships with dealers, distributors, and end users.
• Follow up with customers to ensure complete satisfaction.
• Open and maintain service work orders.
• Schedule service appointments as required.
• Coordinate communication between customers and service technicians.
• Maintain accurate service records and documentation.
• Assist in preparing repair estimates.
• Support continuous improvement initiatives.

Skills

Customer service

Troubleshooting

Communication

Parts knowledge

Reading engineering drawings

Education

Diploma or Degree in Mechanical Engineering, Industrial Engineering, or related technical field

Tools

ERP systems

Parts management software

Job description

Key Responsibilities:

Technical Parts Support

• Process parts orders accurately and efficiently.
• Generate quotations for customers and dealers.
• Verify pricing, availability, and lead times.
• Coordinate shipments with warehouse and shipping departments.
• Track orders and communicate delivery updates.
• Provide troubleshooting support related to mechanical, hydraulic, electrical, and structural components.
• Work closely with engineering to resolve technical product issues.
• Support new product introductions with technical documentation and parts breakdowns.

Customer Support Service

• Provide exceptional customer service by phone and email
• Respond promptly and professionally to customer inquiries.
• Assist customers in identifying the correct replacement parts.
• Resolve customer concerns in a courteous and timely manner.
• Build and maintain positive relationships with dealers, distributors, and end users.
• Follow up with customers to ensure complete satisfaction.

Communication

• Work closely with production, engineering, purchasing, sales, and shipping departments.
• Communicate and document product issues and customer feedback to management.
• Keep customers informed regarding order status, repairs, and warranty decisions.

Service Administration

• Open and maintain service work orders.
• Schedule service appointments as required.
• Coordinate communication between customers and service technicians.
• Maintain accurate service records and documentation.
• Assist in preparing repair estimates.
• Support continuous improvement initiatives.

Education & Experience

• Diploma or Degree in Mechanical Engineering, Industrial Engineering, or related technical field preferred.
• Minimum 1 year experience working with heavy-duty equipment, off-road vehicles, or industrial machinery.
• Some understanding of hydraulic systems, electrical systems, powertrain components, and structural assemblies.
• Experience in parts departments or technical service roles is an asset.
• Experience in an OEM, manufacturing, heavy equipment, agricultural, mining, construction, or utility vehicle industry is an asset.

Technical Skills

• Ability to read and interpret engineering drawings and exploded parts diagrams.
• Strong mechanical troubleshooting skills.
• Familiarity with ERP systems and parts management software is an asset.
• Proficiency in Microsoft Office.

Soft Skills

• Previous experience in customer service, parts, service, or administrative support preferred.